Senior Technical Program Manager

KeyResponsibilities

TechnicalManagement and Execution - Technical Management:

– Leveragestechnical knowledge to identify risks, manage scope, estimate programtimelines, request feasibility, testing requirements, and determine appropriateresources.

– Activelysupports product or service delivery and ensures they meet the applicable thirdparty, security, export, and accessibility compliance requirements.

– Participatesin rapid response to security escalations, identifying risks and appropriatemitigation strategies and supporting the optimal proposed path to resolution.

– Forecastsprogram demands and resourcing to identify risks and ensure that goals areachievable.

– Contributesto the development and implementation of process improvements to improve thereliability of products or services.

TechnicalManagement and Execution - Technical Strategy and Execution:

– Utilizestechnical knowledge to identify, track, and manage program dependencies andrisks.

– Supportsrapid response to escalations, coordinating within team and communicating tosenior team members to assess risk, determine mitigation strategies, andexecute the optimal proposed path to resolution.

– Analyzesrequirements and provides input on program strategy development.

– Helpsrefine and update delivery standards and guidelines.

– Identifiesand quantifies opportunities for process automations and advocates forprioritization.

– Participatesin incident management initiatives, as applicable.

ProgramOversight - Strategy and Decision-Making:

– Assistsin aligning priorities with customers, service, and stakeholder teams throughregular reporting to leadership.

– Collaborateswith cross-functional teams to establish and refine scope and milestones,aligning to the broader program plan and company strategies and goals.

– Monitorskey performance indicators (KPIs) and measurement methods for programperformance against established goals (e.g., scope, timelines, deliverablequality).

– Buildsa clear communication strategy of objectives to partners and customers.

ProgramOversight - Program and Operations Management:

– Managesboth technical and non-technical programs and moderately complex,cross-organizational programs impacting products and business.

– Drivesthe work of program staff (e.g., development, release management, customersuccess), identifying and mitigating barriers, including risks and issues inworkflows and technical support.

– Ensurescollection and maintenance of program documentation (e.g., status reports,program plans) and identifies risks and issues.

– Ensuresattention to detail in program management, from thorough planning to executionand reporting.

– Fosterscommunication across teams.

– Identifiesand addresses operational challenges that impact team adherence to servicelevel agreements (SLAs) and productivity targets.

– Participatesin forecasting program demands, funding, and resourcing.

– Deployschange management for programs, such as priority, scope, scheduling, orrequirement changes.

ProgramOversight - Risk Management:

– Managesmoderately complex issues, bottlenecks, and risks within the scope of work,escalating when necessary.

– Assessescosts, benefits, and return on investment (ROI), informing decision-making andrisk mitigation strategies.

– Managescritical issues, making trade-offs between business needs and technicalconstraints.

– Collaboratesacross teams to remove blockers for the program and leverage technical andresource options to ensure successful solution delivery and adoption.

ProcessEfficiency - Process Optimization:

– Contributesto and initiates improvements to programs, driving the implementation ofindustry best practices and moderately complex process improvements.

– Organizesand documents program objectives, workflows, responsibilities, andaccountability while implementing cross-functional solutions to addressbusiness problems.

– Collaborateswith management to develop and refine processes and procedures.

ProcessEfficiency - Continuous Improvement:

– Adaptsand applies continuous improvement methods within programs, identifyinginsights within assigned workstreams to support generating recommendations thatdeliver operational efficiencies.

– Advancesbusiness-critical improvements to the solution's availability and reliability.

– Iteratesprocesses based on feedback and KPIs, analyzing results through retrospectives.

– Definesrequirements and configurations of existing and new development tools, whereapplicable.

Collaborationand Program Leadership - Cross Functional Collaboration:

– Leadsdiscussions within the immediate team to align priorities and facilitatecollaboration on program goals.

– Workson small-scale process improvements, analyzing existing processes and proposingrefinements to enhance team efficiency.

– Communicatesprogram updates, risks, and opportunities within the team and relatedstakeholders to facilitate decision-making.

– Engageswith stakeholders within and outside the team, collecting input to supportprogram execution.

Collaborationand Program Leadership - Program Leadership:

– Participatesin leading programs to enhance organizational efficiency.

– Leveragestechnical expertise to guide cross-functional teams.

– Driveschange across the team.

– Ensuresthat the program team and other stakeholders are aligned with the program goalsand motivated, identifying and addressing conflicts and issues.

Data andAnalysis:

– Collaborateswith development teams to enhance reports, dashboards, forecasts, tools, andmodels.

– Contributesto the utilization of data to solve problems impacting the success of theprogram(s), including adherence to SLAs.

– Conductsanalysis on a small number of data sources with minimal complexity, which mayinclude competitive analysis, trend analysis, and KPI analysis, to drivedata-informed decisions to support the program goals, presenting findings withimmediate teams stakeholders.

StakeholderEngagement:

– Facilitatescollaboration with or between stakeholders teams by ensuring smoothcommunication and program tracking.

– Collaborateswith internal and external stakeholders to monitor progress toward programgoals.

– Identifiesand documents stakeholder needs and works cross-functionally to implementsolutions that enhance satisfaction.

– Assessesrisks to customer satisfaction and evaluates mitigation efforts, providingsolutions to the immediate team to ensure alignment on resolving these risks.

– Helpscoordinate team priorities and ensure coverage to effectively respond toimmediate customer needs.

CoreResponsibilities

Planning& Execution:

– Independentlymanages work, monitoring timelines and deliverables to ensure projects orinitiatives stay on track and meet requirements. Proactively prioritizes workand adapts to resource or timeline shifts, suggesting adjustments to maintainproject efficiency.

Collaboration& Partnership:

– Collaboratesacross teams to align on expectations and achieve shared objectives. Builds andmaintains a comprehensive understanding of business, stakeholder, and/orcustomer needs to build and support effective partnerships. Actively listens todiverse perspectives and asks questions to ensure understanding of others.

ProblemSolving:

– Independentlyidentifies and addresses standard and non-standard issues in accordance withstandard practices, escalating more complex issues as appropriate. Analyzesdata and/or information from multiple sources to troubleshoot standard andnon-standard errors. Contributes to knowledge sharing and best practices.

ContinuousLearning:

– Embracescontinuous learning by actively seeking to build knowledge and new skillsand/or tools and staying current with industry trends and best practices. Seeksout and leverages feedback and training to improve skills. Contributes to aculture of continuous learning and knowledge sharing with team members.

ContinuousImprovement:

– Developsideas and recommends updates to increase the efficiency and effectiveness ofprocesses, protocols, and workflows within a team. Seeks input from teammembers on alternative approaches and methods for improving work.